January 31st, 2014 By Joe Panepinto PhD
To err is definitely human, but to turn a mistake to your business advantage is huge. Customer experience begins long before that inevitable customer service call, but it’s a key part of it – what happens when someone complains or is dissatisfied? Do you treat it like one of the painful costs of doing business with a fickle public? Or do you treat it as an opportunity to show how you’re different (and worth continued loyalty)? Bazaarvoice.com’s most recent “conversation index” tells you how to turn negative reviews to your brand benefit. Check it out.